Re: Slight OT: Remote DBA team & effective support & communication
- From: "Amaral, Rui" <Rui.Amaral@xxxxxxxxxxxxxxxx>
- To: "'Dave.Herring@xxxxxxxxxx'" <Dave.Herring@xxxxxxxxxx>, "'TESTAJ3@xxxxxxxxxxxxxx'" <TESTAJ3@xxxxxxxxxxxxxx>
- Date: Wed, 2 Nov 2011 11:00:55 -0400
There's also one for remedy if you use that as well. But... Depends on whether
your group pays attention or not. I was in a similar position as you but we all
got fatigued with a lot of multiple alerts from several hundred prod machines
and clusters that critical communications got missed.
----- Original Message -----
From: Herring Dave - dherri [mailto:Dave.Herring@xxxxxxxxxx]
Sent: Wednesday, November 02, 2011 10:38 AM
To: TESTAJ3@xxxxxxxxxxxxxx <TESTAJ3@xxxxxxxxxxxxxx>
Cc: oracle-l List <oracle-l@xxxxxxxxxxxxx>
Subject: RE: Slight OT: Remote DBA team & effective support & communication
Joe, good point! I'll have to check if OEM has any plugins for CA ServiceDesk.
DAVID HERRING
DBA
Acxiom Corporation
EML dave.herring@xxxxxxxxxx
TEL 630.944.4762
MBL 630.430.5988
1501 Opus Pl, Downers Grove, IL 60515, USA
WWW.ACXIOM.COM<http://www.acxiom.com/>
________________________________
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From: TESTAJ3@xxxxxxxxxxxxxx [mailto:TESTAJ3@xxxxxxxxxxxxxx]
Sent: Wednesday, November 02, 2011 9:30 AM
To: Herring Dave - dherri
Cc: oracle-l List
Subject: Re: Slight OT: Remote DBA team & effective support & communication
I've seen this problem with people sitting next to each other, email is
unfortunately easily ignored and now there is no tracking of what is done,
requests, etc.
Eventually all of our oem alerts will be sending out help desk tickets(just as
if someone called in), which cannot be ignored as they have escalations if no
one picks it up and resolves it.
Not sure that helped much.
joe
[cid:image001.jpg@01CC9942.EE2B2D00]
From:
Herring Dave - dherri <Dave.Herring@xxxxxxxxxx>
To:
oracle-l List <oracle-l@xxxxxxxxxxxxx>
Date:
11/02/2011 10:24 AM
Subject:
Slight OT: Remote DBA team & effective support & communication
Sent by:
oracle-l-bounce@xxxxxxxxxxxxx
________________________________
I'm curious how many of you belong to DBA teams where you rarely, if ever, go
into an office and work side-by-side with other DBAs on your team. For those
who answer "yes, I rarely go into the office ...", then have you come up with
any effective methods for managing communication and support across the team?
My current team is spread across the world in 4 timezones and we use email
almost exclusively for communication and monitoring. OEM & crontab monitoring
is handled by sending us emails for various warning/critical events, on which
we need to respond within a given amount of time. We also get various
information emails from these monitoring jobs to keep track of what's going on
across the many systems we support. All this leads to a tremendous volume of
email.
What have we done to still be effective? All emails from monitoring jobs have
a Subject line prefix that categorizes the email, so we can write all sorts of
Outlook rules to manage the incoming emails. We've also worked hard at making
sure we only get emails from these jobs when absolutely necessary for our job.
I've also given examples of how to set Outlook rules to auto-forward incoming
email to your cell phone when it's an emergency and you're oncall, even an
example of how to create rules with multiple ANDs and ORs by flagging emails
and then rules against those flagged emails.
Yet with all this, emails are still getting ignored and/or half read. Volume
shouldn't be an excuse, because we all get tons of emails and organizational
solutions have been presented. Emails I send out are also ignored/half read,
so emailing about the issue won't work.
I'm not sure what else to do, which is why I'm asking you all for
strategies/rules/guidelines that you follow. Is every DBA REQUIRED to set up a
set of Outlook rules for managing support-related email? Do you have other
methods and are they a requirement? Email doesn't appear to be going away,
more systems seem to be 24 x 7 and DBAs seem to be given higher demands on what
they monitor. To me it doesn't appear our current methods are working, much
less handle future increases.
I'm not sure I want responses to this, but is the problem with me and that I'm
too wordy, have too high of expectations and am a perfectionist?
Hopefully this thread can be a worthwhile discussion and not just ranting on
others, which I can't help but do when trying to explain my current frustation.
Thanks to anyone who is still reading this!
DAVID HERRING
DBA
Acxiom Corporation
EML dave.herring@xxxxxxxxxx
TEL 630.944.4762
MBL 630.430.5988
1501 Opus Pl, Downers Grove, IL 60515, USA
WWW.ACXIOM.COM
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